Overview
If you are experiencing a problem on your PC or Mac computer while installing, running or uninstalling software you can perform some troubleshooting steps which will often resolve the issue.
While software troubleshooting on mobile devices is not covered in this knowledge article, many of the same suggestions can be applied to a mobile device.
Note: The TLC (Technology Learning Center) (link opens in new window) provides software training & consultations to faculty & students. Help Desk does not provide software training.
Details / Instructions
Software Installation Problems
If you are experiencing an issue installing software, please try the following troubleshooting steps:
1) Verify you are an Administrator on your computer, Expand the appropriate selection below for instructions:
PC (Win10/Win11)
1) Right-click the Windows Start Menu
2) Left-click "Computer Management".
3) Expand "Local Users and Groups".
4) Left-click the folder named "Groups"
5) Double-click "Administrators".
University-owned computers:
- Confirm if your NetID appears in the "Members" list.
- If your NetID does not appear in the "Members" list please contact Help Desk to request Administrator rights.
- Click "OK" and then close the "Computer Management" window when completed.
Non-University owned computers:
- Confirm if your computer logon username appears in the "Members" list.
- If your computer logon username does not appear in the "Members" list please contact the owner of the computer to request Administrator rights.
- Click "OK" and then close the "Computer Management" window when completed.
MacOS
1) Open the Apple Menu.
2) Open System Settings (System Preferences if your MacOS version is prior to Ventura).
3) Open "Users & Groups" on the left hand navigation pane.
4) Observe your name in the Users & Groups list.
University-owned computers:
- Confirm if the word "Admin" appears directly below your name
- If the word "Admin" does not appear directly below your name please contact Help Desk.
- Close the "System Settings" (or "System Preferences") window when completed.
Non-University owned computers:
- Confirm if the word "Admin" appears directly below your name
- If the word "Admin" does not appear directly below your name please contact the owner of the computer to request Administrator rights.
- Close the "System Settings" (or "System Preferences") window when completed.
2) Restart your computer.
3) Check if the software is supported by the University of Richmond and contact the responsible party for support:
- Visit https://spidertechnet.richmond.edu (opens in new window) and use the search bar in the top right corner to search for the software name. If it is supported by the University you will see a knowledge article that contains specific support information, whether that is the Help Desk, a specific department or in some cases a specific person.
4) Confirm Compatibility & Specifications:
- Contact the software manufacturer to determine if your computer is eligible to run the software, many times this information will be available at the same website the software was downloaded from. If you are unable to find this you may need to contact the software manufacturer or their technical support through chat, email, or telephone.
5) If the software install is displaying an error message, perform a web search for that error message. This will often bring up comments and discussion posts from others who have experienced the same issue along with troubleshooting suggestions, answers, workarounds, and fixes that may resolve the issue.
6) Contact the software manufacturer for technical support by chat, email, or telephone.
7) Contact the Help Desk - we will do our best to resolve the issue.
Software Execution Problems
If your software is installed but will not start, closes unexpectedly, crashes, gives an error message when running or is experiencing other unusual issues, you can try the following troubleshooting steps:
1) Restart your computer.
2) Confirm you are an administrator on your computer if the software requires administrator permission to run, follow Step 1 under the section "Software Installation Problems" above.
3) Repair the software:
4) Check for updates:
- Software often has the ability to automatically update, others allow you to check for updates within the software itself. This is often under the "Help" menu. If you are unable to find a way to update the software try performing a web search for instructions on how to update the software.
- Contact the software manufacturer to check if there are any software updates, the software may be available from the manufacturer's website or you may need to contact them by chat, email or phone.
- Check for Windows Updates and Mac OS Updates (both links open in new window).
- Check for Lenovo Updates (link opens in new window).
5) If the software install is displaying an error message, perform a web search for that error message. This will often bring up comments and discussion posts from others who have experienced the same issue along with troubleshooting suggestions, answers, workarounds, and fixes that may resolve the issue.
6) If the issue began after making a change to your computer, an application install, modification, or uninstall or after OS or Lenovo updates you may be able to undo those changes, contact the Help Desk if you believe this is the case and we will assist you with that process.
7) Uninstall the software and reinstall it:
8) Check if the software is supported by the University of Richmond and contact the responsible party for support:
- Visit https://spidertechnet.richmond.edu (opens in new window) and use the search bar in the top right corner to search for the software name. If it is supported by the University you will see a knowledge article that contains specific support information, whether that is the Help Desk, a specific department or in some cases a specific person.
9) Contact the software manufacturer for technical support by chat, email, or telephone.
10) If you are using a personal Windows computer not owned by the University, you can try a System Restore (opens in new window), this reverts your system back to a prior point in time when the software was working without affecting your documents. The Help Desk recommends backing up your data to Box or an external hard drive before running System Restore in case there is a problem.
11) Contact the Help Desk - we will do our best to assist.
Software Uninstall Problems
If you are experiencing problems uninstalling software, you can try the following troubleshooting steps:
1) Restart your computer.
2) Confirm you are an administrator on your computer, follow Step 1 under the section "Software Installation Problems" above.
3) If an error message is displayed during the uninstall, perform a web search for that error message. This will often bring up comments and discussion posts from others who have experienced the same issue along with troubleshooting suggestions, answers, workarounds, and fixes that may resolve the issue.
4) Check if there is a removal tool for the application, if there is it will likely be mentioned when you perform a web search in Step 3 above. You can also visit the software manufacturers website to look for a removal tool.
5) If the software is operational, open it and check for updates.
- Software often has the ability to automatically update, others allow you to check for updates within the software itself. This is often under the "Help" menu. If you are unable to find a way to update the software try performing a web search for instructions on how to update the software.
6) Repair the software:
7) Use a 3rd party application to remove the software.
8) Check if the software is supported by the University of Richmond and contact the responsible party for support:
- Visit https://spidertechnet.richmond.edu (opens in new window) and use the search bar in the top right corner to search for the software name. If it is supported by the University you will see a knowledge article that contains specific support information, whether that is the Help Desk, a specific department or in some cases a specific person.
9) Contact the software manufacturer for technical support by chat, email, or telephone.
10) Contact Help Desk for assistance - we will do our best to assist.
See Also
Help Desk Support for Personal Computers (opens in new window).
University of Richmond Software Overview (Opens in new window); includes links for software procurement, consulting, troubleshooting assistance.
Request Specialty Software - Faculty & Staff Only (opens in new window).
Standard Classroom & Lab Software (opens in new window).
Technology Learning Center (TLC) Software Training & Consultations (opens in new window); includes information about software training & consultations available to Faculty & Students.
Data Backup Suggestions (opens in new window).